Evaluate Voice AI the
right way.

Can the AI answer all calls immediately, after N rings, or only after hours? Can sales vs. service routing be configured independently?

Is the AI trained on vertical-specific self-storage data, or is it a generic model? How many conversations in the training set?

What percentage of calls are handled end-to-end without a live agent? Is that a published benchmark with reference customers?

Are call transcripts and AI-generated summaries available per interaction? Are they searchable across the portfolio?

Can your team define its own scoring criteria? Is customer sentiment captured at the conversation level?

Is routing intent-based, availability-based, or rule-based? Can all three be configured simultaneously?

Does the AI handle calls after hours at the same capability level as during business hours?

Can one phone number route intelligently across multiple properties in a portfolio?

Are outbound voice campaigns AI-driven and live in production? Can you show a reference customer?

Can tenants pay over the phone without human involvement, using the FMS payment processor directly?

Are gate codes delivered using live FMS data? Can the delivery channel be configured per location?

Is this a horizontal platform adapted for storage, or was it purpose-built for the industry from day one?

Does the same AI intent model apply across all four channels? Are all four channels live in production today?

Does the AI make contextual decisions, or follow rigid decision trees that break on unexpected input?

Is partial lead data captured if the call is dropped? How is an incomplete lead recovered?

Can the AI recommend the right unit size based on stated storage needs across voice and chat?

Can operators train the AI on their own SOPs for upsell and cross-sell?

Are non-converting leads re-engaged automatically? Is the cadence customizable?

Does outbound collections include FDCPA guardrails? What happens when a distressed debtor is detected?

Can the platform flag calls for review, score agents on custom rubrics, and support structured coaching?

Which FMS platforms are natively integrated and live in production today? Not beta, not planned.

Does the AI access live tenant data (balance, gate code, unit status) during the interaction, or is it working from a cached copy?

Are interactions, notes, and outcomes written back to FMS automatically? Is manual entry required for anything?

Are new leads created directly in the FMS from AI interactions, including partial and dropped contacts?

Is FMS data refreshed in real time during calls, or on a scheduled batch interval?

Can raw interaction data be delivered to your data warehouse via webhook for Tableau, dbt, Looker, or custom BI tools?

Can one account manage locations on different FMS platforms simultaneously? Is this in production?

What is the average time from signed contract to live AI answering calls? What is your fastest onboarding?

Are integrations maintained natively by your team, or do they rely on third-party connectors that break on FMS updates?

Does the AI read, decide, and respond to inbound SMS autonomously, or does a human approve every response?

Can you configure multi-step outbound SMS campaigns with branching logic and a customizable cadence?

Are branded HTML email templates available with personalization tokens (name, balance, unit, location)?

Is the web chatbot AI-driven with contextual decision-making, or is it a scripted FAQ flow?

Can agents see Voice, SMS, Email, and Chat in a single unified inbox without switching between systems?

Is context preserved if a tenant moves from chat to voice mid-conversation?

Can you send announcements to all tenants at a specific location or across the portfolio simultaneously?

Are payment URLs in SMS trackable for click engagement? Does it integrate with the FMS payment processor?

Are review requests triggered automatically via SMS and email at configurable intervals after move-in and move-out?

Is there a centralized inbox to manage and respond to Google reviews? Does AI draft responses for operator approval?

Can the platform automatically post responses to positive reviews without requiring operator approval for each one? Is this configurable per location?

Does the platform track referral sources and attribute inbound leads to specific referrers?

Can operators see how many referrals were sent, how many converted to rentals, and the revenue impact?

Is there a consolidated dashboard showing average rating, review volume trends, response rate, and NPS across the portfolio?

Can you filter by call type (billing, sales, gate code) and see resolution vs. escalation rates by type?

Can you move from org-level KPIs to a single location in one view?

Can you tie AI interactions to payments, move-ins, and collections recoveries in reporting?

Are escalation rates tracked by type and reason? Is this in the standard dashboard?

Is customer sentiment captured per interaction and available in portfolio-wide trending?

Can you measure individual agent response times, resolution rates, and scoring results over time?

Are outbound campaign results (contact rate, payment rate, opt-outs) tracked and available in reporting?

Can raw interaction data be delivered to your data warehouse via webhook for Tableau, dbt, Looker, or custom BI tools?

Is average handle time tracked per channel and call type? Is it available at the individual location level?

Is a branded tenant portal included in the base subscription, or is it a separate purchase?

Does the portal work on mobile without requiring an app store download?

Can tenants pay without calling the office? Does it use the same FMS payment processor?

Is gate code access available 24/7 in the portal without staff involvement?

Can tenants view their current insurance coverage status in the portal?

Is there a structured maintenance request flow for tenants in the portal?

Can tenants initiate and schedule a move-out without calling or emailing the office?

Can tenants view their lease, account history, and payment receipts on demand?

Is tenant referral submission and review solicitation accessible through the portal?

Is the self-service portal included at no additional cost, or priced separately?

Is tenant data encrypted at rest and in transit? What encryption standard is used?

Are collections communications built with FDCPA guardrails? What specific safeguards prevent violations?

Does the platform manage SMS opt-in and opt-out tracking and consent records automatically?

What is the contractual uptime SLA? What remedies are available if breached?

How quickly will you notify customers after a confirmed security incident?

Is a DPA available for legal review? Is it included in the standard contract?

Can you restrict access by user role, location group, or individual property?

Are all user actions within the platform logged and available for compliance review?

Who owns the AI model and the outputs it produces? Are disclaimers available for review?

Is there a named onboarding manager for our account, or is it primarily documentation and self-serve?

Is there a comprehensive help center, video library, or guided training available?

Can multiple locations be onboarded in parallel? What is the maximum per cohort?

Does configuration cascade from org level to locations automatically, with individual location overrides available?

Once live, how quickly can a new acquired location be added to an existing account?

Is there ongoing CS support after onboarding, or does the relationship end at go-live?

What is the contractual response time for P1, P2, and P3 support issues?

Are users notified of new features, fixes, and releases in-platform without requiring external monitoring?

Can you connect us with a customer on our specific FMS and a similar portfolio size?